Migrate from TOPdesk to Gorgias

TOPdesk Calls map directly to Gorgias Tickets. The Call number becomes the ticket ID, Call subject becomes ticket subject, and Call status maps to Gorgias ticket status (new, open, pending, solved, closed). Priority from TOPdesk (1-5) maps to Gorgias priority (low, medium, high, urgent). Operator assignment migrates by email match against the Users object. TOPdesk Call type (incident or service request) is preserved as a custom field on the Gorgias ticket because Gorgias does not natively distinguish incident from request type.

TOPdesk People records map to Gorgias Customers. Email address is the primary dedupe key. First name and last name transfer directly; phone number maps to the phone field. Any TOPdesk custom fields on People (department, location, cost centre) migrate to Gorgias Customer custom fields. We validate email uniqueness before insert and flag duplicates for admin resolution.

TOPdesk Operators map to Gorgias Users (agents). Authentication uses the Operator email as the matching key. Active Operators map to active Gorgias Users; inactive Operators map to deactivated Users so that historical assignment is preserved without granting active login. The TOPdesk operator group membership maps to Gorgias team membership.

TOPdesk attachments linked to Calls extract the file metadata (filename, content type, size, URL) and the binary where the API returns it. We map each attachment to the corresponding Gorgias Ticket message attachment. If TOPdesk stores attachments on a separate file server rather than returning binary via API, we extract the URL and store it as a text custom field on the ticket so agents can follow the link post-migration. Attachment ordering relative to message timestamps is preserved.

TOPdesk custom fields on Calls (text, date, checkbox, dropdown, number, currency) map to Gorgias Ticket custom fields. Field type is preserved where possible. Dropdown fields in TOPdesk migrate as single-select picklists in Gorgias. Multi-checkbox fields in TOPdesk do not have a native Gorgias equivalent and migrate as comma-separated text or as multiple single-checkbox custom fields depending on the specific field. We validate all custom field values against the destination field constraints before insert.

TOPdesk Call tags migrate as Gorgias ticket tags. Tag names are normalized (lowercase, hyphenated) to match Gorgias tag format. If a tag exists in Gorgias it is reused; if not it is created during migration. Tag filtering at migration time is supported so that you can scope the migration to Calls with specific tags.

TOPdesk Known Error Cards store a problem cause and a workaround. Gorgias has no Known Error object. We preserve Known Error Cards as Gorgias Customers with a specific tag (known-error-archive) and a structured note body containing the problem, cause, and workaround text. This keeps the records accessible to agents via search without creating orphaned records. Your admin can review and decide whether to move these to a separate knowledge base tool.

TOPdesk Changes (simple, extensive, and RFC) have no direct Gorgias equivalent. Gorgias is a customer support tool, not a change management system. We preserve Change records as Gorgias Customers with a tag (change-record-archive) and a structured note containing the change number, type, status, affected configuration items, and authorization steps. If your organization needs to retain change history for audit purposes, this archive format is searchable by agents. We recommend a separate CMDB or ITSM tool for active change management post-migration.

TOPdesk Asset Management module (hardware, software, licences, network components, freely definable objects) has no Gorgias equivalent. Gorgias does not support IT asset inventory. We do not migrate assets to Gorgias. During scoping we identify which assets are linked to open Calls and flag those linkages so your admin can decide whether to retain the asset context separately. The asset hierarchy (parent-child relationships) is documented in a written asset map for your records.

TOPdesk Configuration Items (CI) store IT infrastructure components linked to Calls and Changes. Gorgias does not have a Configuration Management database. We document the CI-to-Call linkages present in TOPdesk and flag any open Calls that reference a CI so your admin can assess whether the CI context needs to be recreated in a separate ITSM tool or retained as a note on the migrated ticket.

TOPdesk allows up to five freely definable object types that organizations use for custom entities (e.g., Buildings, Vehicles, Contracts). Each freely definable object has its own schema and custom fields. We evaluate each active FreeXObject during scoping. If the object represents a person or entity that should map to a Gorgias Customer, we migrate it as a Customer with the relevant custom fields populated. If the object is a non-person entity (e.g., a building or vehicle), we archive it as a Customer record with a tag and structured note. Custom object migration is scoped individually per project.

TOPdesk Knowledge Management articles (if the module is licensed) migrate to Gorgias Help Center articles. Article title, body text, and category structure migrate. Approval workflow status is not applicable in Gorgias; published articles migrate as published, drafts migrate as drafts. Internal-only articles in TOPdesk migrate as internal notes or are flagged for admin review before publishing. Folder hierarchy from TOPdesk maps to Gorgias section structure.

TOPdesk Reservations track equipment or room bookings linked to the Asset Management module. Gorgias does not support reservation or booking management. Reservations linked to open Calls are flagged in the migration scope so that the related ticket context is preserved in the note even though the reservation itself does not migrate. Your admin can evaluate whether a separate booking tool is needed post-migration.

TOPdesk custom fields on People records (department, location, manager, employee ID) migrate to Gorgias Customer custom fields. Field types are preserved: text to text, date to date, checkbox to checkbox, dropdown to picklist. Multi-checkbox fields follow the same handling as Call custom fields (comma-separated text or multiple single-checkbox fields).